Case Study: Driving Scalability and Performance During Holiday Ramp
IntouchCX supports brands across the globe by providing exceptional workforce management solutions. By leveraging innovative technology, we optimize agent schedules and productivity through forecasting and real-time management to drive performance.
With extremely high contact volumes around the holiday season, a multinational athletic apparel retailer needed our support for their holiday ramp. They required a partner who could swiftly accommodate the surge in holiday email volume across multiple geographies.
Here are just a few of the results:
- 95% CSAT (15% higher than goal)
- 15% AHT improvement